Outlook - Scrolling Issue

Anonymous
2017-05-11T15:46:39+00:00

Since the recent Office 2016 updates we have a number of users having an issue with scrolling through emails in Outlook.

Here's what happens;

User opens an email (or replies to an email).

Then the user tries to scroll to the top of the inbox (sorted by date order for example).

After dragging the scroll bar up to the top (via wheel or left click), the scroll bar jumps back down to show the 'active' email in the centre. Basically it keeps the view pane showing the last 'active' email in view.   

There's no way of cancelling the active email. The users have to keep clicking higher up the list, or press 'Home' on the keyboard to get to the top.  

We have re-installed/repaired 2016 install on multiple machines and it's only been happening since the recent updates.  

How do we resolve this? I'm thinking it's a new feature but it's causing a lot of issues.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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Anonymous
2017-06-07T21:53:38+00:00

The Outlook Team has pushed out a fix from the service.  Please restart Outlook and let me know if you see the issue persist.

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Anonymous
2017-06-07T22:31:18+00:00

Correct Luke, no patches are needed.  The change is purely on the service side.  Outlook will pick up the change from the service and react to it.

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  1. Anonymous
    2017-05-11T17:47:59+00:00

    Hello Dave,

    Which version of Outlook for Windows are you using now? Please capture a snapshot of the "File > Office account" page in Outlook client.

    Besides, as a test, please try below two methods:

    1. Open Outlook in safe mode to see if it works:

    Hold the Windows key and press R, then type outlook.exe /safe in the Open field and click OK

    2. Find one problematic PC, install the 64 bit of Office suite to see if it works fine.

    Thanks,

    Alison

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  2. Anonymous
    2017-05-12T12:14:42+00:00

    Hi Alison,

    Tried it in safe mode - same results.

    Tried the 64-bit edition also with the same results.  

    The only workaround at the moment is pressing 'Home' on the keyboard.

    Here is the version;

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  3. Anonymous
    2017-05-12T21:30:20+00:00

    Hi Dave,

    Thank you for the information.

    Please kindly let me know this area in Office Account page.

    And also, please click on the Update Option > Update now to install any update can be applied in your Outlook client to see if it works fine.

    Here is one tool called OffCAT, please download and run this tool in the problematic PC , export the result and then send it to me via private message.

    OffCAT

    https://www.microsoft.com/en-us/download/details.aspx?id=36852

    Looking forward,

    Alison

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